Customer Fixed Issues and Known Issues Alps SP1 HF02

Owned by Chilukuri Srinivasa Reddy (Unlicensed)
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

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Customer Fixed Issues and Known Issues

Customer Fixed Issues

This section describes the issues reported by the customers and their fixes in the release, Alps SP1 HF02.

#
Issue
Resolution
58707The User Dashboard was moving up while scrolling and reading the Bulletin Board text and the text was overlapping with other sections. This issue was occurring when the specified text exceeded the size of the Bulletin Board box.

Now, the Bulletin Board text is provided with a hyperlink so that the user can click and read the text on the pop-up page.

51181When an Analyst tried to convert an Inquiry Call into an Incident using the Call Management module, the Symptom and Description fields of the Call Record details  were cleared from the NEW INCIDENT page if the Location field was changed  (Call > User > Manage Calls > Call Record List > On the CALL RECORD LIST page, Select Call Type as configured for an Incident > Specify the Analyst in Assigned To > Click SUBMIT to view the NEW INCIDENT > Update the Location and click SUBMIT).Now, the Symptom and Description fields of the Call Record details do not clear on the NEW INCIDENT page when the Analyst tries to convert an Inquiry Call into an Incident using the Call Management module and changes the Location field.
58355An error was displayed while adding/updating the Manager name on the SELECT USER pop-up of the USER ID page (Admin > Basic > Users > User List > On the FILTERS pop-up page, select the Domain and specify the required fields > Click SUBMIT to view the USER LIST page > Select the existing User ID to update/Click ADD NEW on the ACTIONS panel to create a new user > On the USER ID page, select the Manager using Type in and Search field).Now, no error is displayed on the SELECT USER pop-up while adding/updating the Manager name on the USER ID page.
59780On the NEW CHANGE RECORD page (Change > User > NEW CHANGE RECORD), the SUBMIT button was disabled. This issue was observed in IE 11 browser.Now, while using the IE 11 browser, the SUBMIT button is enabled on the NEW CHANGE RECORD page.
59496The user was not able to save the new specified View on the Filters pop-up page of the CHANGE RECORD LIST page (Change > User > Change Record List > Click Filters > Click on ‘+’ symbol > Specify View Name > Click SAVE). This issue was occurring because in the filter pop-up page under the Analyst section there were many Analysts present, so the new View was not saving.Now, the user is able to save the View name on the Filters pop-up page of the CHANGE RECORD LIST.
59473When a user creates a Change record on the NEW CHANGE RECORD page, the newly created Change Record is not listed on the CHANGE RECORD LIST page (Change > User > New Change Record > Specify the required details > Click SUBMIT). This issue was occurring when a user created a new Change Record without selecting any value in the Priority field, the Change Record is not listed on the CHANGE RECORD LIST page.Now, the new Change Records are getting listed on the CHANGE RECORD LIST page even if Priority is not selected.
59779When an Analyst tried to link an Incident with another Incident/Service Request, the Log Time field when specified with a value, a validation message was displayed as, "You must enter text with 9 or few characters" under BASIC FILTERS on the Relationship pop-up page (Incident > User > Manage Incidents > Incident List > Select an Incident > Relationship tab > Click Link and select Incident or Service Request > Specify required details > Click SEARCH). This issue was occurring only in the Internet Explorer browser.Now, no validation message is displayed while specifying the Log Time when an Analyst links an Incident to another Incident or Service Request even if using Internet Explorer.
59497On the ANALYST DASHBOARD page, a count mismatch was found between the My Workgroup section of the Change Record and the CHANGE RECORD LIST page (Dashboard > Analyst Dashboard > Change Record> Click My Workgroup).Now, same count is displayed on the ANALYST DASHBOARD page under the My Workgroup section of the Change Record and the CHANGE RECORD LIST page.
On the ANALYST DASHBOARD page, a count mismatch was found between the ASSIGNED TO ME section of the Change Record and the CHANGE RECORD LIST page (Dashboard > Analyst Dashboard > Change Record> Click ASSIGNED TO ME).Now, same count is displayed on the ANALYST DASHBOARD page under the ASSIGNED TO ME section of the Change Record and the CHANGE RECORD LIST page.
60101On the CHANGE RECORD ID page of the CHANGE RECORD LIST, a validation issue was found about the Attachment field under the General tab (Change > User > Change Record List > Open a Change Record ID> Select the General Tab > Specify the required details > Click Submit). The user was not able to submit the Change Record to the next approval level without attaching the earlier approval file in the mandatory Attachment field again.Now, no validation message related to the Attachment field under the General tab is displayed while submitting the Change Record to the next approval level.
On the CHANGE RECORD ID page of the CHANGE RECORD LIST, a validation issue was found about the Attachment field under the Risk tab (Change > User > Change Record List > Open a Change Record ID> Select the Risk tab > Specify the required details > Click Submit). The user was not able to submit the Change Record to the next approval level without attaching the earlier approval file in the mandatory Attachment field again.Now, no validation message related to the Attachment field under the Risk tab is displayed while submitting the Change Record to the next approval level.
60086The users who had access to the End User Dashboard only were also able to access other dashboards, such as Analyst Dashboard and Asset Dashboard by using the Dashboard icon.Now, the Dashboard icon is no more available to the users who have only access to the End User Dashboard.

Also, the issues found in the following versions are merged with Alps SP1 HF02:

  • 5.6 SP2 HF14 and 5.6 SP2 HF15
  • 5.7 SP5 HF04 and 5.7 SP5 HF05
  • 5.7 SP6 HF01 and 5.7 SP6 HF02

Known Issues

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Alps SP1 HF02.

Issue

While accessing the SummitAI application using Mozilla Firefox web browser, the pages, which have tree view are not loading. (#64315)


Workaround: To get the tree view, remove the following key from the web.config file:

<!--add name="Content-Security-Policy" value="script-src 'unsafe-inline' 'unsafe-eval' *.symphonysummit.com; style-src 'self' 'unsafe-inline'" /-->

On the ADMIN DETAILS page (Admin > Advanced > Password Management > Administrator > Click ADD NEW on the ACTIONS panel > Specify all the details > Click SUBMIT > Select the Domain Name on the LIST page), the Password field is not displaying the GUID or Encrypted ID of the password and the field is empty. This issue is found when the user is logging into the SummitAI application using Microsoft Internet Explorer browser.

On the Incident Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Incident Management > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > Click Next), when a user configures single Parent and multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.

On the Service Request Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Service Request > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > Click Next), when a user configures single Parent and Multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.
Overlapping of content is observed on the Pagination bar of all the pages having lot of records (typically in the range of 5 digits).

The configured Bulletin Board (Admin > Advanced > Notifications > Bulletin Board > Select the Tenant > Click ADD NEW to configure the Bulletin details > Click SUBMIT) is displayed on the END USER DASHBOARD page even if the user does not have access to the selected Tenant and Domain.

Broken image of the logo is displayed in the application when the logo image is deleted from the APPLICATION SETTINGS page (Admin > Basic > Infrastructure > Application Settings).


Workaround: The users need to re-login to the SummitAI application after deleting the logo.
On the AUTO-RESOLUTION SERVICE REQUEST CONFIGURATION and AUTO-RESOLUTION INCIDENT CONFIGURATION page (Admin > Basic > Infrastructure > Tenant > Select Domain > Select Tenant which is configured with Service Request/ Incident Management module > Click CONFIGURE DETAILS on the ACTIONS panel > Under the For End Users tab, select a reason form the Enable Reminder to Callers for Pending Reasons drop-down list > Enable Auto-Resolve Service Requests/ Auto-Resolve Incidents check box > Click Set Fields for Auto-Resolving Service Requests/ Set Fields for Auto-Resolving Incidents link), the users can set the auto-resolution criteria by specifying only white space (not numbers and alphabets) in the Response SLA Reason, Resolution SLA Reason, and Solution fields.

The following issues are observed in BI Custom Reports:

  1. When a user downloads the report (in any format), the data is displayed with hyperlinks.
  2. When a user places the mouse cursor on the count link, the tooltip is displayed as [Object Object].
  3. In the exported report, report name is displayed with '+' instead of space.

The Change Record is not created when the CR Requester and Customer Approver are same. This issue occurs even though Do Not allow Customer Approval of CR check box is selected on the Change Management TENANT configuration page. This issue occurs only for the first time when the Tenant is configured.

Workaround: The Administrator needs to unselect and again select the Do Not allow Customer Approval of CR on the Change Management TENANT configuration page (Admin > Basic > Infrastructure > Tenant > Select the respective Tenant for which this issue is occurring > Click CONFIGURE DETAILS on the ACTIONS panel > Enable Do Not allow Customer Approval of CR check box and click SUBMIT > Clear Do Not allow Customer Approval of CR check box and then click SUBMIT, again).

The new SLA Value of an Incident is not displayed on the CHANGE HISTORY pop-up page (Incident > User > Manage Incidents > Incident List > Select the required Incident ID from the list > Click CHANGE HISTORY on the ACTIONS to view the change history of the selected Incident) when an incident is moved from New status to In-Progress using Notification Services.
The Pending Reason of an incident is still displayed on the CHANGE HISTORY pop-up page (Incident > User > Manage Incidents > Incident List > Select the required Incident ID from the list > Click CHANGE HISTORY on the ACTIONS  to view the change history of the selected Incident), when an Orchestration Script fails and the respective Incident is moved back from Pending to In-Progress.

The notification e-mails related to escalation and jobs are triggered only in English language irrespective of the configured language on the NOTIFICATION TEMPLATE page for all the modules (Admin> Advanced> Notification> Notification Template> Select a Tenant > Click ADD NEW > Specify all the required fields > Click SUBMIT).